Analyst, Customer Insights and Reporting

About the position GENERAL PURPOSE: The Analyst will support the Store Operations organization and be responsible for delivering high impact financial, operational, and customer insights analysis. This role will be a subject matter expert on customer insights and instore experience reporting, translating customer feedback, behavioral data, and operational metrics into actionable recommendations that improve store execution and customer satisfaction. The Analyst will be expected to independently conduct both recurring, and ad hoc analyses to support strategic programs, process improvement initiatives, and chainwide priorities. The Analyst will oversee key customer insights tools and reporting, work with third party analytics vendors, and contribute to materials that are shared with Store Leadership and Company Executives. This person will report to the Director, Store Strategic Finance. This is an individual contributor position (no direct reports). The base salary range for this role is $70,310 – $97,450. The base salary range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.

Responsibilities

• Support Store Operations’ customer insights and reporting capability
• Serve as the subject matter expert for Ross’ customer insights, analytics and reporting function, building a holistic understanding of the in store experience and how customer preferences, perceptions, and operational execution intersect to drive satisfaction.
• Lead the development and analytical execution of recurring customer insights reporting (weekly, monthly, quarterly), translating customer feedback and behavioral data into actionable insights that inform Store Operations Leaders and enterprise-wide priorities.
• Deliver reliable, decision ready insights that connect customer behavior, operational execution, and financial outcomes to guide leadership decisions.
• Execute complex, ad hoc analyses for senior leadership, synthesizing findings into clear narratives and executive ready communications that support informed decision making.
• Design and deliver practical, insight driven financial and operational analyses – leveraging Test & Learn and customer receipt survey platforms – to support pilots and process improvement initiatives, identifying performance drivers, root causes of underperformance, and profit or productivity opportunities.
• Own and evolve the customer insights tool ecosystem, with primary responsibility for the customer receipt survey and mystery shopping programs capturing real-time feedback on the shopping experience. Calculate and interpret key metrics, maintain core reporting, and ensure insights are reliable, scalable, and decision ready.
• Manage third-party vendor relationships for customer insights platforms, staying ahead of enhancements and roadmaps while influencing tool development to maximize value for Field and Corporate stakeholders.
• Maintain the standardized store reporting platform which Store Managers and Field Leaders access to understand key financial and operational metrics.

Requirements

• Bachelor’s degree required (preferably in an analytical field)
• Candidates should have 1-3 years of post-college experience
• Exposure or willingness to learn Tableau and Power BI
• Requires very strong quantitative skills, a good sense of how to dissect problems and a strong ability to "connect the dots" – e.g., understand how pieces of data interact with each other or how one finding should inform the result of another analysis. Must be able to synthesize data, be able to error check and reconcile own work and be able to design analysis to answer specific questions.
• A clear understanding of basic financial, statistical and economic concepts
• Excellent communication skills – must be able to clearly communicate results and implications of analysis in both verbal and written (PowerPoint) forms; must be able to effectively communicate with all levels of leadership
• A detail-oriented approach: Must pay very close attention to details and have the drive to get things right
• Strong fundamental business technical skills – must have strong Excel and PowerPoint skills and have an ability to quickly learn new business process software applications
• Teamwork – needs to be able to build effective working relationships within and outside the Store Finance team
• Ability to cope with pressure, multiple tasks, deadlines and rapidly changing priorities.
• Must be trustworthy with confidential information

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